Information Technology Technician

Western New York Integrated Care Collaborative, Inc.; Buffalo, Northern (NY, KY); Hybrid; USD 52,000 - 92,000; Full time

Job summary

Western New York Integrated Care Collaborative, Inc. is seeking an IT support professional to provide day-to-day technical assistance in a Windows-based environment, handle help desk requests, and support mobile devices and remote access.

The role emphasizes customer service, strong communication, and ability to work in a fast-paced court environment, with opportunities to grow and engage with videoconferencing and A/V systems.

Qualifications

• High school diploma or equivalent and at least one year of specialized experience.
• Strong customer service and communication skills.
• Ability to work in a fast-paced, team-oriented court environment.

Responsibilities

• Provide day-to-day technical support and training in a virtual Windows environment.
• Respond to help desk requests by phone, email, or web and resolve or escalate.
• Install, configure, and repair computer hardware and software applications.
• Assist with testing and monitoring videoconferences and courtroom A/V.
• Provide basic support for mobile devices and remote access.
• Prepare documentation for local software and systems.

Skills

Customer service

Communication skills

Team player

Independent work

Windows devices

iOS devices

Networking basics

Word processing

Education

High school diploma or equivalent

Bachelor's degree preferred in CS or MIS

Tools

Word processing software

Email applications

Video conferencing systems

VoIP knowledge

Job description

Overview:
Our Information Technology (IT) professionals support extensive technology programs and help make it possible to deliver justice in a technology-driven environment. These professionals are in touch with the latest technology and software programs.

Representative Duties

• Provide day-to-day technical support, assistance, and training to include physical hardware/software set-up, configuration, and troubleshooting in a virtual Microsoft Windows environment.
• Respond to help desk calls, emails, and web request, and resolve in a timely manner or elevate to the next level of support.
• Identify support trend requests and respond to trends or unusual
• Provide information and assistance on word processing and internet applications.
• Install, configure, update, and repair computer hardware and peripherals.
• Install new or updated releases of software applications.
• Prepare and maintain documentation for local software applications, procedures, and systems.
• Provide support for mobile computing devices and remote access.
• Provide basic support for the VoIP telephone system.
• Assist with testing, establishing, and monitoring video and telephone conferences.
• Assist with basic network maintenance.Perform basic courtroom A/V support and troubleshooting.

Salary: CL 25 ($51,617-$83,933)
CL 26 ($56,857-$92,405)
Commensurate with experience and qualifications. Promotion potential to CL 27, without further competition, based on eligibility and needs of the office.

Qualification Requirements

• High school diploma or equivalent and at least one year of specialized experience.
• Strong customer service skills.
• Excellent written and verbal communication skills.
• Ability to function as a team player in a fast-paced, team- oriented office environment with frequent interruptions.
• Thorough understanding of computer processes and capabilities, including personal computer operating systems and applications.
• Familiarity with computer operations in a networked environment.
• Working knowledge of word processing software and email applications.
• Basic understanding of audiovisual systems with an emphasis on videoconferencing.
• Proficiency with iOS and Windows devices.
• Ability to work independently with minimal onsite supervision, to adapt to changing needs, and to meet deadlines and commitments.
• Ability to identify emerging trends in technology and to share that information with the team.
• Ability to interact in a positive and professional manner with users at all levels of the Court.
• Occasional travel to the Rochester divisional office and other locations may be required, as well as after-hours support.

Preferred Qualifications/Court Preferred Skills

Candidates with experience and a bachelor’s degree in CS, MIS, other relevant field of study preferred.